Sophos Central Endpoint and SEC: Computers fail/hang on boot after the Microsoft Windows April 9, 2019 update. Please follow knowledge base article 133945
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This article details the warnings and errors the health status csan show for an account along with the possible solutions.
Applies to the following Sophos product(s) and version(s) Sophos Central Server Protection
The following errors are covered:
The use of IAM User has been replaced by IAM Role from the 22nd May 2017 and should be used. Only AWS accounts set-up before this date will use this connection method.
Check that the policy for the IAM Role used to associate the AWS account has the required permissions. The permissions are described in article 126082. Please also verify if the IAM Role ARN and external ID are correct and do not contain unsupported characters.
Note: This error can be seen if using Firefox when double-clicking and copying the external id from Sophos Central, then pasting into the AWS console (when creating or editing a trust relationship). This pastes a leading space that isn't detected when trust relationship is saved, but will cause a failure to connect.
The provided credentials are incorrect. Confirm the Access Key and Secret Key before retrying.
Note: This error can only be triggered for customers with existing IAM User connections. This has been replaced with IAM Role and it is recommended using the Change to IAM Role option within Sophos Central to update the connection.
Refresh the account and wait for 1 hour. If the error persists open a support ticket and provide the following information:
Note: To obtain your Customer ID you will need to perform the following when logged into your Sophos Central account:
Refreshing to clear errors
In instances such as incorrect permissions, once you have updated the IAM User or Role you can click on refresh to get an updated health state. This will clear the error if the underlying issue is fixed. although be aware that it may take several minutes for all aspects of the health state to be updated.
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